ExecutiveFull TimeEN
Job Title: Outdoor Planning and Service Executive
At Global, we think big, work hard, and never stand still. We’re the proud home of the best media and entertainment, driven by our talented and passionate people. Our Mission? To make everyone’s day brighter – our Globallers, our audiences, our partners, and our communities. Whether we’re in the studio, building world-class technology, or securing record Outdoor advertising
partnerships, we make sure we’re doing it as a team
Your Role: Outdoor Planning and Service Executive
The Commercial Outdoor Operations team is at the heart of the business and our priority is to drive improvements, so we deliver excellent standards of customer service that exceed our customer’s expectations. Our aim is to ensure the customer experience is at the forefront of everyone’s mind and we always strive to give our customers the best service possible. You’ll be working in a fast-paced
team, focused on working with sales and delivery operations to successfully book and deliver customers’ campaigns. The Outdoor Planning and Service Executive plays a key role in delivering exceptional customer support to both external customers and internal partners, ensuring high levels of customer satisfaction.
This role focuses on efficiently managing customer orders and email communications, ensuring they are processed promptly, accurately, and to a high standard.
You will be responsible for providing up-to-date inventory information to customers and the sales team while collaborating with sales and trading teams to ensure customer campaigns are successfully and accurately booked into the system. Additionally, you will oversee post-campaign analytics, ensuring a seamless end-to-end customer experience.
Key Responsibilities
Collaboration
Support the national sales team by providing timely and accurate information to assist in client discussions.
Maintain professional and effective communication with customers and all stakeholders.
Work closely with Commercial Operations, Finance and Fulfilment teams to ensure customers receive accurate campaign information and any issues are swiftly resolved.
Contribute to the implementation and improvement of initiatives within Commercial Operations.
Customer Support & Relationship Management
Respond to customer inquiries and requests promptly, ensuring thorough and efficient resolutions.
Develop strong relationships with customers and take a proactive approach in
understanding their needs.
Provide inventory availability details for campaign bookings to sales and customers.
Accurately input booking details and customer information into internal systems.
Ensure all bookings are processed accurately, meeting customer requirements, and provide comprehensive booking documentation for campaign fulfilment.
Deliver post-campaign analysis to review and enhance campaign performance.
Advise customers and sales teams on campaign delivery requirements and inventory availability.
Data & Process Management
Respond to all customer and commercial emails within 2 hours to ensure timely
communication.
Aim to resolve customer and commercial requests within an average of 3.5 email exchanges to improve efficiency.
Expected to manage an average of 30 emails per day while maintaining quality responses.
Maintain a 3+ Star rating in customer satisfaction by ensuring high-quality responses to customer briefs.
Achieve a minimum of 95% accuracy in order processing to ensure reliable data
management.
Ensure all bookings are correctly paired with purchase orders to facilitate accurate invoicing and timely payments.
What You’ll Love About This Role
Think Big: There is a lot of variety in the role which means every day there is an opportunity to learn something new
Own it: Seeing live campaigns provides a real sense of pride
Keep it Simple: Keep focussed on the end goal and get things done
Better Together: Collaborate with Commercial sales to drive commercial success
What Success Looks Like
In the first few months, you will have:
Gained a comprehensive understanding of our campaign planning and booking systems.
Developed a clear understanding of the campaign delivery cycle, from planning and booking through to campaign execution.
Acquired in-depth knowledge of Global’s wide range of products and inventory.
Demonstrated the ability to confidently manage calls and emails from both internal and external customers.
Embraced and contributed to a culture of cohesion, collaboration, and continuous improvement, ensuring ongoing team success and development.
What you will need
The ideal candidate will be proactive and willing to develop and implement innovative solutions, capable of the following:
Excellent interpersonal and organisational skills
Proactive attitude
Solutions driven
Accuracy and attention to detail with willingness to “get the job done”
Can work under pressure and to tight time scales
Excellent communication skills and confident dealing with people
Prioritisation
Able to learn new systems quickly
Computer literate with good excel knowledge
Flexible and adaptable to work in a fast paced, changing environment
Working with minimal direction
Ability to Work collaboratively with colleagues to achieve goals
Customer focused with great customer service skills
This role requires a minimum office attendance of three days per week. Specific office days may be determined based on business needs and team collaboration requirements.
